Accessibility Policy
Service Animals and Emotional Support Animals
Service Animal:
A dog or miniature horse trained specifically to perform tasks or work for individuals with disabilities.
Permitted Actions:
- Guests are welcome to bring service animals during their stay or Experience and are not obligated to disclose the
presence of the service animal prior to booking.
- In rare cases, a Host may qualify for an exemption if the service animal poses a direct threat to their health or
safety.
- Hosts are only permitted to ask two questions about the guest’s need for a service animal:
- Is the service animal required due to a disability?
- What specific task or work has the service animal been trained to perform?
- Both Hosts and guests must ensure they comply with all applicable state and local regulations.
Prohibited Actions:
- When a guest is accompanied by a service animal, Hosts are not allowed to:
- Refuse a booking
- Charge pet or additional fees
- Treat the guest differently
- Use discriminatory language
- Enforce separate rules
- A guest’s service animal must not:
- Be unruly
- Be unhousebroken
- Be left alone at the listing without prior consent
- Enter areas that are off-limits to the guest
- Be in public spaces without being harnessed, leashed, or tethered, unless the guest maintains control
Emotional Support Animal:
An animal that provides comfort, relieves loneliness, or aids with conditions such as depression, anxiety, or certain
phobias, without the need for specialized training to perform tasks for people with disabilities.
Permitted Actions:
- Unless the reservation takes place in New York, California, or other locations where applicable laws prevent it:
- Hosts can charge pet fees for guests traveling with emotional support animals.
- Hosts have the right to refuse emotional support animals from a stay or Experience.
Prohibited Actions:
- In areas where Hosts are legally required to accept emotional support animals (unless an exemption applies), Hosts
cannot:
- Charge pet fees, reject a booking, or apply different terms to a guest with an emotional support animal.
- Request information or documentation about the emotional support animal beyond the two questions allowed for
service animals.
- For jurisdictions requiring Hosts to accept emotional support animals, the guest’s animal must not:
- Be unruly
- Be unhousebroken
- Be left unattended without permission
- Access unauthorized areas
- Be in public spaces without proper restraint and control
Accessible Accommodations
We encourage hosts and guests to discuss accessibility needs prior to booking. Hosts should make efforts to meet a
guest’s reasonable accommodation requests to ensure their accessibility requirements are addressed.
Permitted Actions:
- Guests may request accommodations for their stay or Experience to improve access, enhance communication during the
booking process, or enable participation.
- Hosts can respond with reasonable counter offers to a guest’s initial request for accommodations.
- Hosts have the right to decline requests that are considered unreasonable or unfeasible, such as those that:
- Pose a safety risk to the Host or others
- Fundamentally alter the nature of the Experience or negatively impact other guests
- Require significant structural changes to the property
- Demand substantial time, effort, or financial investment
- Violate local laws or Homeowner Association (HOA)/building regulations
Prohibited Actions:
- Hosts are not permitted to deny a guest’s reasonable accommodation request if it is clear, specific, made in a
timely manner, and does not fall under the category of unreasonable or unfeasible (as described above).
- Hosts must not agree to provide an accommodation and then fail to deliver it during the guest’s stay or
Experience.
Additional Considerations:
- Hosts will not be held responsible if they are unable to fulfill an accommodation due to factors beyond their
control, or if they can provide objective evidence showing why the request was unreasonable or unattainable.